Contract Online Upgrade Process Pathetic As Always

On Thursday the 30th of April I app**** for an upgrade on my contract, I received an sms indicating that my online upgrade application has been pre-approved and someone will call me. The next day someone did call asked for my information and then saud that they can't pick up the details of the number and need to escalate this but since then 8 days later has not received any call or sms or email on the progress. I called in twice to 10213 and the first time after waiting for an hour the call dropped the second time the battery on my phone died.

Also in all for this Telkom has never once provided me with a reference number.

I really thought Telkom would have improved this process by now especially advertising how ground breaking their products are... How can I get this ground breaking products if now one wants to assist me in getting this?